Director, Customer Experience, UAT & Quality Innovation
Job Location:
Princeton, NJ - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Grade Level (for internal use):
13About S&P Global
At S&P Global we empower customers with essential intelligence data analytics software and insights that drive decision-making across global markets. Our technology teams areevolving how financial information market intelligence ratings indices and data solutions are delivered through modern cloud-native platforms data ecosystems and digital experiences.
The Quality Engineering organization plays a critical role in ensuring our products are resilient scalable secure and trusted by customers across the world. We are seeking a visionary Quality Engineering leader to drive enterprise-wide qualityevolution automation excellence and release assurance across S&PGlobalstechnologylandscape
Overview
The Senior Director Customer Experience UAT & Quality Engineering will set the enterprise agenda for customer experience assurance User Acceptance Testing quality engineering automation and release governance across critical product and platform portfolios.
This executive will embed customer experience and UAT as core measures of delivery readiness ensuring business outcomes customer journeys acceptance criteria usability and end-to-end validation are addressed before release.Partnering withEngineering (Dev and QE) Product Architecture DevOps Data Platform Risk and Business leaders the role willestablishscalable quality frameworks that improve speed resilience and customer trust.
The successful candidate will bring deepexpertisein enterprise quality transformation automation architecture cloud platforms DevOps AI-enabled testing and customer-centered delivery governance.
ResponsibilitiesandImppact
Primary Focus: Customer Experience and UAT
Own the enterprise model for customer experience assurance and UAT ensuring releases arevalidatedagainst customer journeys business workflows usability standards acceptance criteria and measurable customer outcomes.
Align Product Business Client Services Operations and Engineering leaders around a disciplined UAT strategy customer feedback loops business acceptance governance and rapid resolution of customer-impacting issues.
Lead Customer Experience UAT and Enterprise Quality Engineering Strategy
Define and execute the multi-year strategy for Customer Experience Assurance UAT and Quality Engineering in support of S&PGlobalsdigital transformation agenda.
Set enterprise standards governance and operating models for customer journey validation UAT execution release readiness and quality engineering across technology organizations.
Drive consistent execution while enabling speed innovation and businessagility.
GovernDefinition of Ready UAT Readiness and Release Excellence
Establish executive governance for Definition of Ready Definition of Done UAT readiness acceptance criteria and release readiness in partnership with Product Engineering Architecture Compliance Client Services Operations and Business stakeholders.
Implement quality gates that enforce requirements clarity customer journey coverage testability traceability UAT preparedness and delivery risk controls beforebuildand release.
Provide executive oversight of UAT execution release quality production readiness and customer-impactmitigation.
Integrate automated validation into UAT workflows to expand coverage of critical customer journeys reduce manual effort and accelerate business sign-off without compromising customer experience.
Implement quality observability and engineering metrics that enable proactive identification of risks and bottlenecks.
Develop automated launch verification capabilities that reduce production defects and improve customerconfidence.
LeadQuality Intelligence and Risk Management
Build executive-quality reporting predictive risk models and quality intelligence dashboards that guide investment prioritization and release decisions.
Monitor and improve key performance indicatorsincluding:customer experience quality scoreUAT readiness and completion rate critical customer journey coverage
Lead post-release customer experience reviews UAT retrospectives quality reviews and root-cause analyses to convert production learnings into systemic improvement.
Drive Compliance Audit and Data Quality Excellence
Collaborate with Risk Compliance Audit Security and Legal organizations to ensure quality processes support regulatory obligations and governance requirements.
Integrate compliance validation and controls into automated testing and deployment workflows.
Ensure adherence to enterprise standards for security privacy operational resilience and dataaccuracy.
BuildHigh-Performing Global Teams
Lead and mentor a geographically distributed team of Quality Engineering leaders and practitioners.
Establish centers of excellence focused on automation performance engineering quality intelligence and AI-driven testing.
Foster a culture of innovation continuous learning inclusion accountability and engineering excellence.
Manage strategic vendor partnerships to scale delivery capacityoptimizecosts and achieve qualityobjectives.
Basic Required Qualifications:
12 years of progressive experience in Quality Engineering Software Engineering or Technology Delivery leadership roles
5 years leading enterprise-scale Quality Engineering organizations withdemonstratedsuccess driving large-scale automation and quality transformation initiatives
Proven record leading enterprise UAT strategy customer journey validation customer feedback integration and business acceptance governance
Strong experience implementing CI/CD quality controls and DevOps practices using automation platforms (such as Jenkins GitLab CI Azure DevOps or similar tools)
Deepexpertisein Customer Experience Assurance User Acceptance Testing (UAT) Test Automation Quality Engineering DevOps and cloud technologies (such as AWS Azure GCP or equivalent platforms)
Hands-on knowledge of modern test automation frameworks (such as Selenium Playwright or Cypress) mobile testing platforms (including Appium or similar tools) and API testing frameworks (such as Rest Assured Karate or Postman)
Proven experience working within Agile and scaled Agile environments with exceptional communication and executive stakeholder management skills
Experience leading global matrixed organizations and vendor partnerships in complex technology environments
Additional Preferred Qualifications:
Experience within Financial Services Market Intelligence Data Analytics Ratings or other highly regulated industries with complex compliance requirements
Proventrack recordestablishingEnterprise Quality Engineering Centers of Excellence and scaling quality practices across global organizations
Experience implementing AI-powered quality engineering solutions and predictive quality analytics using machine learning platforms (such as TensorFlowPyTorch or similar frameworks)
Strong understanding of enterprise data platforms and data governance practices including experience with big data technologies (such as Hadoop Spark Kafka or equivalent distributed systems)
Compensation/Benefits Information (US Applicants Only):
S&P Global states that the anticipated base salary range for this position is $135000 $190000. Final base salary for this role will be based on the individuals geographical location as well as experience and qualifications for the role.
In addition to base compensation this role is eligible for an annual incentive plan. This role is not eligible for additional compensation such as an annual incentive bonus or sales commission plan.
This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees please click here.
About S&P Global Ratings
At S&P Global Ratings our analyst-driven credit ratings research and sustainable finance opinions provide critical insights that are essential to translating complexity into clarity so market participants can uncover opportunities and make decisions with conviction. By bringing transparency to the market through high-quality independent opinions on creditworthiness we enable growth across a wide variety of organizations including businesses governments and institutions.
S&P Global Ratings is a division of S&P Global (NYSE: SPGI). S&P Global is the worlds foremost provider of credit ratings benchmarks analytics and workflow solutions in the global capital commodity and automotive markets. With every one of our offerings we help many of the worlds leading organizations navigate the economic landscape so they can plan for tomorrow today.
For more information visit In It For You
Our Mission:
Advancing Essential Intelligence.
Our People:
Were more than 35000 strong worldwideso were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity Discovery Partnership
Throughout our history the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do bring a spirit of discovery to our work and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.
Our benefits include:
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay retirement planning a continuing education program with a company-matched student loan contribution and financial wellness programs.
Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.
For more information on benefits by country visit: Hiring and Opportunity at S&P Global:
At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.
S&P Global has a Securities Disclosure and Trading Policy (the Policy) that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global some Divisions pursuant to the Policys requirements candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy.
Recruitment Fraud Alert:
If you receive an email from a domain or any other regionally based domains it is a scam and should be reported to. S&P Global never requires any candidate to pay money for job applications interviews offer letters pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines fraudulent domains and how to report suspicious activityhere.
Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity color religion sex sexual orientation gender identity national origin age disability marital status military veteran status unemployment status or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability please send an email to:and your request will be forwarded to the appropriate person.
US Candidates Only:Know Your Rights: Workplace discrimination is illegal
Required Experience:
Director
About Company
Elevate your data quality to the highest standard with S&P Global Enterprise Data Management - EDM - to positively impact and influence every process, report and decision your organization needs to make.
